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Customer Care Team Lead

2 months ago

Irving, United States Moxie Pest Control Full time

The Customer Care Team Lead will be responsible for handling inbound inquiries, as well as escalations from various customers. As a leader on the team, the Customer Care Team Lead will be responsible for ensuring customer communications are being assigned and completed within all communication avenues (Chat, SMS, Email, Alerts, etc.). The Customer Care Team Lead must maintain exceptional customer service as a representative of Moxie culture. Responsibilities: Assist in supporting Moxie field experts, outbound communications with customers, and additional operational tasks within the Call Center

Lead Customer Care team members in providing exceptional customer service through all communication channels

Provide direct support with customer interactions and leading queues, as well as escalations

Update daily reporting, as needed

Assist customers with scheduling their standard maintenance, as well as any customer support issues and complaints

Respond to SMS, email and Voicemails from customers Qualifications: Two (2) years of customer support experience

Strong communication skills, ability to help employees resolve escalations in a clear and decisive way

Ability to identify, assess, and resolve customer concerns in a timely fashion

Can develop and maintain effective working relationships with coworkers and management

Ability to learn and operate within multiple software systems

Effectively communicate with coworkers, customers and management

Be a vocal presence to support the customer care teams About Us

Moxie Pest Control is named for the drive and enthusiasm embraced by our team Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company What We Live By Do The Right Thing

We believe in striving to do the right thing because we genuinely care about our customers Be Nice

We think kindness is contagious, and we believe small gestures can have a big impact. Be The Solution

It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.” Keep Improving

Because we care about helping our customers, we take our job knowledge seriously. Company Perks At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include: 2021 & 2022: Great Places To Work and Top Places to Work

Awards & Recognition

Monthly Company Events

Company Service Projects

Comprehensive medical coverage that covers many common services at no cost or for a low copay

Additional options for dental and vision benefits, life and disability coverage and more

401K Plan

Roth IRA

Long- and Short-term Disability Coverage (Voluntary)

Paid Time Off AAP / EEO Statement Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #J-18808-Ljbffr